Desktop Support Engineer (On-Site Services)

About the Role

We are looking for a skilled and customer-focused Desktop Support Engineer to provide onsite IT support services in Madrid. The ideal candidate will have strong experience in desktop support, hardware troubleshooting, enterprise IT environments, and VIP user support.

This role requires hands-on technical expertise combined with excellent communication and problem-solving skills.

Key Responsibilities

• Provide onsite support to end-users for hardware, software, network connectivity, and peripherals
• Troubleshoot and resolve incidents and service requests within SLA timelines
• Perform IMAC activities (Installations, Moves, Adds, and Changes) for desktops, printers, network devices, and meeting room technology
• Deliver desk-side support and orientation to end-users on hardware and software usage
• Manage break/fix activities and coordinate repairs to minimize downtime
• Support user connectivity to enterprise network resources
• Operate walk-up support/service centers and provide face-to-face technical assistance
• Perform hardware repairs, hot-swap replacements, device refresh, and system tune-ups
• Assist with software installations, updates, and device compliance checks
• Provide high-touch VIP support with rapid incident response and personalized assistance
• Maintain communication with VIP users through phone/email support when required
• Manage hardware asset inventory and ensure availability of spare devices/equipment
• Support basic server/network equipment troubleshooting when needed

Required Skills & Experience

Technical Skills

• Windows OS support and troubleshooting
• Microsoft 365
• SCCM imaging and update deployment
• Active Directory basic administration
• Azure basic administration
• MFA and SSO troubleshooting
• ServiceNow (preferred) or other ticketing systems such as Jira, Zendesk, Zoho Desk
• Hardware troubleshooting and break/fix support
• Basic networking knowledge

Preferred Experience

• 3+ years in Desktop Support / IT Support / Field Services
• Experience working in enterprise environments
• Experience supporting VIP users
• Experience operating walk-up support centers
• Familiarity with ITSM practices and SLA-driven support

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field preferred
• Equivalent hands-on experience will also be considered

Language Requirements

• English communication skills required
• Spanish or multilingual capability preferred